Tier 2 Technical Support Specialist (HealthTech / EHR Systems)
We are looking for a Tier 2 Technical Support Specialist with experience supporting Electronic Health Record (EHR) or Electronic Medical Record (EMR) systems. This role is ideal for someone who is highly analytical, quick to learn complex software, and comfortable troubleshooting technical issues in healthcare technology environments.
You will serve as a Tier 2 escalation point for customer support issues, helping healthcare clients resolve technical problems related to their EHR systems and integrations. The role requires strong problem-solving skills, clear communication in English, and hands-on experience working with healthcare software platforms.
Key Responsibilities
- Provide Tier 2 technical support for issues escalated from Tier 1 support teams.
- Troubleshoot complex issues related to EHR/EMR platforms, integrations, and user workflows.
- Investigate system errors, configuration problems, and data inconsistencies within healthcare systems.
- Work closely with product, engineering, and implementation teams to resolve technical issues.
- Document troubleshooting steps, solutions, and knowledge base updates.
- Assist customers in understanding system functionality and resolving technical concerns.
- Analyze recurring issues and help identify long-term improvements to the platform.
Requirements
- Experience supporting EHR/EMR systems in a technical support, implementation, or healthcare IT role.
- Familiarity with at least one of the following platforms such as Epic, Cerner, Oracle Health, Athenahealth , eClinicalWorks, NextGen Healthcare , Meditech , Allscripts, Veradigm (or similar)
- Strong troubleshooting and analytical skills.
- Ability to understand and navigate complex healthcare software platforms.
- Excellent written and verbal English communication (B2–C1 level).
- Comfortable explaining technical issues to both technical and non-technical users.
- Experience working with support ticketing systems and documentation tools.
Benefits
- We offer health insurance for contractors
- Holiday Extra Pay
- The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
- This is a 100% home-based position
- We prioritize the mental health of our team members and offer mental health days to support their well-being.
- In addition to the base salary, performance-based incentives are provided.
- There is an annual review and appraisal process in place.
- There are ample opportunities for professional growth and advancement within the company.